Satisfaction

Yesterday I was at an ESD-Toolkit TLC meeting (Electronic Service Delivery Toolkit Toolkit Learning Community) apart from the healthy debate over NI14 (thank you Bob and others), there was also some chance to discuss customer satisfaction and insight. Tony Hinkley dropped a name that I was unto unaware of – Robert Johnston of Warwick Business School – so I will now spend the next month reading his uncollected works – shed loads of stuff on satisfaction, complaints, service excellence etc, so I will try and summarise some on here – but there is a lot of it! Many thanks Tony (and Bob for writing it all).

The other big news this week was the launch by the World Wide Web Consortium (W3C) of the eGovernment Interest Group. There is also a forum there. Lots of potential to debate the Web 2.0 and the future!

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About me

The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and former ICT Manager at Ryedale District Council in North Yorkshire, England. He was also a founder member of the Local CIO Council and regional Chair of Socitm.

Any opinions expressed on this weblog are purely those of the author.

He is not the Great Emancipator! The Great Emancipator was President Abraham Lincoln. The blog is so-called because some people perceive e-government, transformational government or, heaven forbid, government to be the emancipator of us all...